Product Specialist

Req number: R8376

Employment type: Full time

Worksite flexibility: Remote

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Product Specialist ready to take us to the next level! If you have 2+ years working with Windows operating systems, strong technical support skills, and are looking for your next career move, apply now.

Job Description

We are looking for a Product Specialist to provide Tier 1 application and technical support for the client. The Product Specialist will collaborate with business units and cross-functional teams to support application users, resolve service requests, conduct user acceptance testing, maintain knowledge base resources, and ensure applications meet business requirements and quality standards. This position will be a full-time contract role and remote.

What You'll Do

• Provide Tier 1 support for Division applications
• Serve as the first point of contact for incoming service requests
• Review service requests against existing knowledge base solutions
• Gather and document information from users regarding reported issues
• Track, route, and redirect unresolved incidents to appropriate support resources
• Escalate complex issues to Tier 2 Service Desk teams
• Provision and manage application access for users
• Identify, analyze, and route data exceptions
• Guide users through troubleshooting and problem-solving steps
• Communicate resolutions and updates to users in a timely manner
• Resolve and close low-level service requests
• Maintain accurate records and documentation of support activities and solutions
• Perform periodic reviews and updates of knowledge base content
• Conduct user access audits
• Execute user acceptance testing (UAT) for web-based applications
• Collaborate with business units to support product development, implementation, and training initiatives
• Assist in ensuring products and applications meet functional specifications and business requirements
• Report directly to the Support Manager

What You'll Need

Required:

• 2+ years of experience with Windows operating systems
• 2+ years of excellent analytical and logical problem-solving skills
• Ability to provide professional customer-focused technical support
• Strong communication and documentation skills
• Ability to work independently while following established support processes
• Experience troubleshooting application and browser-related issues
• Ability to manage multiple service requests in a fast-paced environment

Preferred:

• Strong Microsoft productivity software skills
• 2+ years of experience performing user acceptance testing on web applications
• 2+ years of experience using knowledge base and ticketing systems
• 2+ years of experience providing end-user system support
• 2+ years of experience providing Tier 1 IT and application troubleshooting
• 2+ years of experience troubleshooting browser dependency issues
• 2+ years of direct customer service experience
• 2+ years of experience with bug documentation and bug lifecycle management
• 2+ years of experience with macOS
• 2+ years of workstation troubleshooting experience
• Working knowledge of application and desktop security concepts
• Experience with Android OS mobile device support
• Experience using remote desktop control tools
• Experience writing SQL queries
• Knowledge of healthcare, human services, or developmental disability programs is a plus

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards. Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around for meetings and collaboration. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor. Ability to communicate effectively with users via phone, email, and remote support tools.

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.